Issue Resolution is also known as Customer Complaint management.
Statistics that emphasises the importance of customer relationship:
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Out of every 100 dissatisfied customers, 91 will never come back.
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The average business spends six times more to attract new customers than it does to keep old ones.
Features of Business Manager Issue resolution management:
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Capture and address customer Issues effectively. Result: Customer retention + Entry barrier for your Competitors.
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Simple Issue Status: Open, Under Investigation, Closed.
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1 click to glance at all open issues => Initiate timely customer care.
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1 click to glance at all issue followups in the next 'N' days => Plan procurement/ logistics to address the issues.
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8D (8 disciplines) customization.
New Issue
- Name
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Contact for whom issue is raised.
- Complaint Number
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Complaint number is optional. If provided, it must be unique. That is, no two issues can have the same complaint number.
![[Note]](images/note.png)
Note Focus 'Complaint Number' text box and right click. Business Manager will suggest a random reference number. Click to accept.
- Description
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Description of the issue.
- Assigned To
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Name of the employee to whom this issue is assigned. This field is mandatory so that no issue is orphaned. Business Manager emphasizes on process or activity ownership through mandatory fields like this.
- Action Tab (Click on 'Action')
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A trace of all actions taken (or yet to be taken) in connection with this issue.
Note Issue - Actions have more significance than High priority 'To dos'. It is suggested you refrain from using 'To do' to take actions on issues.
- Issue Closed On
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Required if issue status is closed.
- Issue Resolution Cost
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Cost incurred to resolve this issue (Did the customer make any claims?). IR cost features in Issue Resolution analysis.
- Documents (Click on 'Documsnts' Tab)
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List of documents attached to this Issue. Right click on the grid to attach a document. To remove an attachment, select a row and right click.